RE: jaws 5.1
- From: "jim grimsby" <jimgrims@xxxxxxxxxxx>
- To: <jfw@xxxxxxxxxxxxx>
- Date: Sat, 1 May 2004 17:12:47 -0700
Well in some cases saying it is a problem with a program is not passing
the buck it is the truth. When you code to fix other peoples bugs you
can create a lot of bugs of your own.
One more thing they need to do.
A support person should be assigned to these lists at all times to
answer questions. When I use to use window bridge from synthavoice
computers the late david k the president of the company monitored the
list him self and responded to most posts. Also they always e-mailed
anousments to users and the list. Fs needs to bring back toll free
support to it users. Sma need to be eliminated except for full version
upgrades. For example 5 to 6 should be a upgrade all other things should
be a update. Also a member of the scripting needs to monitor these lists
to give advice to users who are scripting programs for jaws. Jill
before she left synthavoice used to create most of the configuration for
bridge and david would forward all related configuration issues to her
for input. I am not flaming jfw or saying it should be come more like
bridge or any thing like what I am saying is that I miss that level of
support that I got from synthavoice and we sure are not getting from
freedom.
-----Original Message-----
From: jfw-bounce@xxxxxxxxxxxxx [mailto:jfw-bounce@xxxxxxxxxxxxx] On
Behalf Of Bruce Toews
Sent: Saturday, May 01, 2004 4:02 PM
To: jfw@xxxxxxxxxxxxx
Subject: Re: jaws 5.1
Here's what it comes down to. FS shouldn't be comparing themselves with
mainstream software in terms of customer support. If they did, they'd
fail miserably. Just about every piece of software I own, the company
will send an e-mail to *my* e-mail box telling me that a new version is
available, often branded with my name, even though it's just a form
letter. But what FS should be doing is listening: What is the
competition getting raves about? How often are the complaints to FS
about just the opposite? What can we then do to not only catch up, but
move ahead of the competition. Another thing FS needs to do is to take
ownership of its problems. They're extremely good at saying, It's the
web designer's fault, or it's this or that application's fault. But they
need to have a strict policy in place which says, in effect Here's the
problem, the onus is on *US* to fix it, whether that web or software
designer even cares or not. Where possible, they should of course work
with the designer, but where it's not possible, then it's FS's
responsibility to do everything in its power to fix the problem instead
of passing the buck, as they are all too often wont to do. In my
opinion, the competition has the inferior product. But, and this is a
big but, they demonstrate more of an attitude like the one I've outlined
than FS does, and because of that, if FS doesn't recognize the wakeup
call, if FS doesn't recognize that maintaining the satisfaction of
existing users is every bit as important in the short term, more
important in the long term, than attracting new customers, then the
competition will surpass JAWS.
I paid for JAWS out of my own pocket. I've paid for my SMA's,
everything, out of my own pocket. I have an investment to protect. Far
from slamming JAWS, I love the program, I believe in it, I actually care
that a huge part of my savings has gone to its purchase, and I want
what's best for it. End of rant.
Bruce
--
Bruce Toews
E-mail and MSN/Windows Messenger: coke_drinker@xxxxxxxx
Web Site (including info on my weekly commentaries): http://www.ogts.net
For the best oldies anywhere visit http://www.treasureislandoldies.com
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